StockX's responsibility for stolen or lost packages depends on who owns the package at the moment it disappears

StockX covers packages that are lost or stolen while in transit to you, but only if the carrier was responsible for delivery at that moment. Once a package arrives at your address and shows as delivered, StockX's liability typically ends — the package is considered in your possession, even if you never actually received it. The distinction matters because it determines whether StockX, the carrier, or neither one will refund you.

If a package is stolen from your porch after the carrier marks it delivered, StockX will not refund you. The carrier (UPS, FedEx, or USPS) may refund the seller, but you would need to file a claim with the carrier yourself or ask StockX to file on your behalf. If a package disappears before delivery is marked complete — lost in transit — StockX typically refunds the buyer while the carrier handles the seller's claim.

Key Takeaways

  • StockX refunds you if a package is lost or stolen before the carrier marks it delivered at your address.
  • Once a package shows delivered, StockX considers it your responsibility, and you must file a claim with the carrier or ask StockX to help you file one.
  • You need to report the missing package to StockX within a specific window — typically 10 to 14 days after the expected delivery date — or you lose the right to a refund.
  • Providing a photo of an empty box or a police report of theft strengthens your claim with both StockX and the carrier.

How to report a missing or stolen package to StockX

Contact StockX through your account under the order in question. Go to your purchase history, find the order, and look for a "Help" or "Report an Issue" button. Select the option for a missing or damaged package. StockX will ask you to describe what happened and when you discovered the package was gone.

Be specific about the timeline: when the package was supposed to arrive, when you checked for it, and when you first noticed it missing. If you have a photo of an empty box, a doorbell camera showing the theft, or a police report, upload those. StockX uses this information to file a claim with the carrier on your behalf.

The window to report is usually 10 to 14 days after the expected delivery date. If you wait longer, StockX may deny the claim because the carrier's own filing important date has passed. Check your order confirmation email for the expected delivery date if you are unsure.

What happens after you report the package missing

StockX opens an investigation with the carrier. This typically takes 5 to 10 business days. The carrier will check their records to see whether the package was actually delivered, left at a safe location, or marked delivered without being scanned at your address. If the carrier's tracking shows the package was never scanned as delivered, they usually refund the seller, and StockX refunds you.

If tracking shows the package was delivered but you never received it, the carrier may require additional proof — a photo of the empty box, a police report, or a signed statement from you. This process can take another 10 to 20 business days. StockX will keep you updated on the investigation status through your account.

When StockX will not refund you

StockX will not refund you if the package was delivered and marked as such by the carrier, even if it was stolen afterward. At that point, the package is legally considered delivered to your address, and the liability shifts to you. You would need to file a claim with your homeowner's or renter's insurance, or pursue a claim with the carrier directly.

StockX also will not refund you if you wait too long to report the issue. Most carriers require claims within 30 days of the expected delivery date, and StockX's own window is typically 10 to 14 days. If you miss the important date, StockX cannot file a claim on your behalf, and you have no recourse through StockX.

If you signed for the package or the carrier has a photo showing it was left in a safe location (your garage, a side door, a mailbox), StockX will treat it as delivered to you. In these cases, the theft or loss is your responsibility, not StockX's.

Protecting yourself against package theft

Request signature confirmation when you place your order if StockX offers it. This ensures the carrier will not leave the package unattended and will require someone to sign for it. Some carriers offer this as a free option; others charge a small fee. Signature confirmation shifts liability back to the carrier if the package is stolen after delivery.

Use a package delivery box, a locked mailbox, or arrange for the package to be held at a carrier location for pickup. StockX allows you to add delivery instructions in your account — use this to tell the driver where to leave the package or to hold it for pickup. If the package is stolen from a location you specified, you have a stronger case for a refund because you took reasonable steps to protect it.

If you have a doorbell camera, keep the footage. If theft occurs, this is the strongest evidence you can provide to both StockX and the carrier. A police report also strengthens your claim, though it is not required.

What to do if StockX denies your claim

If StockX denies your refund request, ask them to explain why. Common reasons include: the package was marked delivered, you reported it too late, or the carrier found no evidence of loss. Request the carrier's investigation report if StockX has it. This report will show exactly what the carrier found and why they denied the claim.

If you believe the denial is wrong — for example, if you have proof the package was stolen after delivery and you have insurance — you can file a claim with your insurance company separately. You can also contact the carrier directly to file your own claim, though this is usually slower than working through StockX.

If the package contained a high-value item and the amount justifies it, you can dispute the charge with your credit card company or payment method. Provide your correspondence with StockX and any evidence of theft. The payment processor may reverse the charge if StockX's denial seems unreasonable.

Frequently Asked Questions

How long does it take to get a refund after reporting a stolen package?

The investigation usually takes 5 to 10 business days. If the carrier needs additional proof from you, add another 10 to 20 days. Once the carrier approves the claim, StockX refunds you within 3 to 5 business days. Total time is typically 2 to 4 weeks from the date you report it.

Can I get a refund if the package was stolen from my porch after it was delivered?

No. Once the carrier marks the package delivered, it is considered in your possession. You would need to file a claim with your homeowner's or renter's insurance, or contact the carrier directly. StockX's responsibility ends at delivery.

What if I have a photo showing the package was stolen?

A photo of an empty box, a doorbell camera showing the theft, or a police report significantly strengthens your claim. Upload these when you report the issue to StockX. They help prove the package arrived but was taken, which may push the carrier to approve a refund even if tracking is unclear.

Do I need a police report to get a refund from StockX?

No, a police report is not required, but it helps. If the package was valuable and you want to strengthen your claim, file a police report and provide the report number to StockX. This is especially useful if the package was stolen from your porch after delivery.

What happens to the seller if my package is lost or stolen?

If the package is lost in transit, the carrier refunds the seller, and StockX refunds you. If the package is stolen after delivery, the seller is not affected — you and the carrier handle the claim. The seller has already been paid by StockX.